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A&A - what a disappointment
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Malcolm Loades
Feb 4, 2019, 5:47:34 AM2/4/19
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I look after the all things IT for a small charity office, 1 PC and
about 20GB/month download. All telephony is via VOIP with a FritzBox!
router. They are currently with Plusnet but my fear for them is that if
something goes wrong they'll need to ring Plusnet - need I say more?
From everything I've read and heard AAISP are 'the bee's knees' for
customer service. Yes, not cheap, but an unbeatable level of service.
If only that were my experience.
I've been trying to migrate the line and broadband to AAISP since 11
January and we're not even close yet. Sales tell me one thing which
delays being actually able to order by the only method - online. Then
accounts say go ahead and place the order - that lost a few days.
Management said 'lines had been crossed'.
Next the migration days for broadband and landline are 1 week apart. I
ask if it matters, would there be a risk of losing broadband for 7 days?
Sales say they can't be sure so advise cancelling and re-ordering.
That's done but still different days are given for line and broadband
migration. I ask again if it matters and again sales they will cancel
and re-order from BT. Getting rather fed up with this I called Tech
Support who said that it didn't matter about being different migration
days. The new date is for the migration of both services on the same
day. However, that day is the one day I've told sales TWICE in emails
that it's not convenient for us. So this will be cancellation number 3.
Cancellation proper, not cancellation and re-order. We'll be looking
to migrate to another company.
Malcolm
about 20GB/month download. All telephony is via VOIP with a FritzBox!
router. They are currently with Plusnet but my fear for them is that if
something goes wrong they'll need to ring Plusnet - need I say more?
From everything I've read and heard AAISP are 'the bee's knees' for
customer service. Yes, not cheap, but an unbeatable level of service.
If only that were my experience.
I've been trying to migrate the line and broadband to AAISP since 11
January and we're not even close yet. Sales tell me one thing which
delays being actually able to order by the only method - online. Then
accounts say go ahead and place the order - that lost a few days.
Management said 'lines had been crossed'.
Next the migration days for broadband and landline are 1 week apart. I
ask if it matters, would there be a risk of losing broadband for 7 days?
Sales say they can't be sure so advise cancelling and re-ordering.
That's done but still different days are given for line and broadband
migration. I ask again if it matters and again sales they will cancel
and re-order from BT. Getting rather fed up with this I called Tech
Support who said that it didn't matter about being different migration
days. The new date is for the migration of both services on the same
day. However, that day is the one day I've told sales TWICE in emails
that it's not convenient for us. So this will be cancellation number 3.
Cancellation proper, not cancellation and re-order. We'll be looking
to migrate to another company.
Malcolm
Andrew Hearn (AAISP)
Feb 4, 2019, 8:35:08 AM2/4/19
to
Andrew, Andrews & Arnold Ltd.
Malcolm Loades
Feb 12, 2019, 6:38:29 AM2/12/19
to
However, everything is now sorted. Less than 10 minutes on the 'phone
with Zen and everything was ordered, confirmed by e-mail within minutes.
It's a mystery to me why AAISP have such a sound reputation for
exemplary customer service
Malcolm
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